4. PICKING UP PRODUCTS FOR YOUR ORDER AND DELIVERY
RIMI makes every effort to ensure that every order is fully fulfilled; however, due to the unavailability of certain products at the time of order execution, RIMI does not guarantee that the delivered order will contain exactly the same products that were ordered online.
It may be necessary to replace the products that were ordered. The Customer, when placing the order, has the ability to choose whether to replace the ordered product (if the specific product is not available) with another product. If the Customer has selected not to replace the unavailable products, the order will only include the available products. If the Customer allows product replacement, RIMI will do its best to find products that (according to RIMI) will be the best alternative. However, RIMI cannot guarantee that the selected alternative will certainly meet the Customer’s expectations.
The Customer, before picking-up the order or before its delivery, will be informed regarding the products he/she will receive and their replacement (if such option was selected). If the Customer is not satisfied with the alternative product, the Customer will always have the right to return the alternative product at the time of handing over the order and receive a refund for the replaced product via the payment method used when placing the order. If the Customer notices the alternative products that The Customer is not satisfied with after the time of handling over the order, he/she can contact RIMI Customer Service Center and agree upon product return and refund.
The price for alternative products is calculated in accordance with the price of products that the Customer originally selected. If the price of delivered alternative products is higher than the price of originally selected products, RIMI guarantees that the Customer will not be charged additionally. If the price of delivered alternative products is lower than the price of originally selected products, the Customer will be refunded the price difference between the alternative and originally selected products via the payment method that was used when placing the order. The amount will be refunded immediately; however, it may take several business days for the amount to be displayed in the Customer’s account.
If the Customer chooses not to get alternative products and the ordered product or the ordered product quantity is not available, Customer will get refund for unavailable products or unavailable ordered product quantity via the payment method used when placing the order. The amount will be refunded immediately; however, it may take several business days for the amount to be displayed in the Customer account.
If the Customer received products that the Customer did not order or bigger quantity of products than ordered, and those products are not the alternative products, replacing Customer’s ordered goods (picked by mistake), Customer should contact RIMI Customer Service Center.
Delivery will be made to the address indicated by the Customer when placing the order. RIMI will deliver the Customer’s order to the main entrance of the indicated address. If requested, the courier will bring the order to a specific floor of the apartment complex only if:
a. the courier has the Customer’s consent; and
b. our courier considers such a request to be safe and practical. RIMI always reserves the right to deliver the order to the main entrance of the address.
For orders to business addresses, RIMI may deliver the order to the first floor of the main entrance of the company building, but unfortunately, RIMI cannot deliver the order to the Customer’s table. If the company has a shared reception, RIMI is able to deliver the order to the reception.
Please note that RIMI provides delivery of products only within specific areas of Vilnius and its region. In order to make sure that we offer deliveries to the Customer’s location, please see www.rimi.lt/e-parduotuve.
The Customer specifies the time of delivery when placing the order.
The orders will be handed out every day of the week from 9:00 to 21:00. Only sober persons of at least 20 years of age are entitled to receive alcohol beverages. Only persons of at least 18 years of age are entitled to receive energy drinks. When delivering these age-restricted products, RIMI may follow the “Think 25” policy, therefore, if the person receiving products appears younger than at least 25 years of age, we will ask for an ID document. If, at the time of Delivery of age-restricted products, a valid document proving age (i.e. Lithuanian (or foreign) citizen’s passport, Lithuanian (or foreign) national identity card or a new model driver’s license (issued after November 1, 2005) of the Republic of Lithuania) will not be available, the age-restricted products will remain with the courier and the Customer will get a refund for those products. If there are alcohol products in the order, the courier may assess whether there are no indications, suggesting that the recipient, accepting alcohol beverages, is drunk and/or intoxicated. In case of suspicion of recipient’s drunkenness, alcohol beverages shall not be transferred.
The Customer may order alcohol products any time, but these products can only be delivered from 10:00 to 20:00 from Monday till Saturday and from 10:00 to 15:00 on Sundays. 1st of September – alcohol beverages are not delivered at all. If due to any reasons Delivery time is earlier or later than these hours and there are alcohol products in the order, alcohol products will remain with the courier and the Customer will get refund for those products.
In case the order is delivered at the time specified by the Customer, but there is no one to receive the order at the address, the Customer will be informed and he/she will need to contact RIMI Customer Service Centre to agree on a new delivery time or to receive the order at a specific Click & Collect pick-up point. If Customer cannot be contacted neither by the courier nor by RIMI Customer Service Centre and does not contact Customer Service Centre himself/herself, the order is brought to the nearest Click & Collect pick-up point. Customer can pick-up the goods until the end of same day. If the Customer does not pick-up the goods during the given time, order is cancelled, and payment is returned to the Customer by the method used when placing the order.
In such cases, if RIMI has to return the order, the Customer may be charged an additional fee (delivery and packing fee) if the courier had attempted to deliver the order in the time specified by the Customer.
Although RIMI does its best to ensure that the Customer’s order is delivered at the specified time, RIMI assumes no responsibility for full or partial deviation from the specified delivery time if this deviation was due to the fault of the Customer or other unavoidable circumstances.